Service Delivery Manager, NSCC

Position Overview

The Service Delivery Manager is responsible for ensuring reliable operation and continuous improvement of NSCC’s HPC and research IT services. The role coordinates service delivery across internal teams and managed service providers to ensure services meet agreed performance and availability targets.

This is a hands-on operational role focused on service stability, coordination, and execution across multiple delivery parties.

Key Responsibilities

1. Service Operations Management

• Oversee day-to-day service operations to ensure stability and continuity.
• Ensure effective execution of Incident, Major Incident, Change, Problem, and Service Request processes.
• Coordinate internal teams and managed service providers to restore and deliver services efficiently.

2. Incident and Major Incident Management

• Coordinate major incidents, including escalation, response, and resolution.
• Ensure timely stakeholder communication during service disruptions.
• Conduct post-incident reviews and track corrective actions.
• Identify recurring issues and trigger problem management.

3. Change Management

• Oversee change process to ensure proper assessment, approval, and implementation.
• Review changes for risk, impact, and readiness.
• Coordinate change scheduling to minimise service disruption.
• Monitor change outcomes and improve execution quality.

4. Problem Management and Service Improvement

• Drive root-cause analysis for recurring or high-impact issues.
• Track known errors and corrective actions to closure.
• Identify and prioritise service improvements.
• Work with teams and suppliers to implement permanent fixes.

5. Service Level and Supplier Management

• Monitor service performance against SLAs and KPIs.
• Coordinate with managed service providers to ensure contractual obligations are met.
• Conduct service reviews and track improvement actions.
• Escalate performance issues where required.

6. Service Catalogue and Request Management

• Maintain service catalogue and request workflows.
• Ensure request processes are clear and efficient.
• Monitor fulfilment performance and identify automation opportunities.

7. Service Performance and Reporting

• Maintain service dashboards and operational reports.
• Track key metrics such as availability, incidents, changes, and supplier performance.
• Provide regular updates to management and governance forums.
• Translate data into actionable service insights.

8. ITSM Tool and Process Enablement

• Support configuration and improvement of ITSM tools.
• Work with teams and vendors to enable automation where appropriate.
• Ensure tools align with operational processes.
• Promote consistent usage across teams and providers.

9. Service Governance and Documentation

• Maintain service management processes, procedures, and documentation.
• Ensure accurate records of service structures, workflows, and governance models.
• Support audits and compliance activities.
• Keep processes practical and operationally relevant.

10. Stakeholder Coordination and Communication

• Act as coordination point between NSCC teams, service owners, and providers.
• Facilitate collaboration during operational issues.
• Ensure clear communication of service status, risks, and issues.
• Align operational execution with governance requirements.

Requirements

Education

Bachelor’s degree in Information Technology, Computer Science, Engineering, or a related discipline.

Experience

• Minimum 5 years of experience in IT Service Management or IT operations.
• Proven experience managing ITIL-aligned processes in enterprise environments.
• Experience working with managed service providers or outsourced IT operations.
• Familiarity with ITSM platforms such as ServiceNow, ManageEngine, Jira Service Management, BMC, or equivalent.
• Experience in infrastructure-heavy environments (HPC, data centres, cloud, or enterprise IT) is preferred.

Certifications

• ITIL 4 Foundation (required)
• ITIL 4 Managing Professional (preferred)
• Additional certifications in IT Service Management, cloud, or infrastructure technologies are advantageous.

Competencies

• Strong service coordination and stakeholder management skills
• Ability to manage multiple operational priorities under pressure
• Structured analytical thinking and problem-solving capability
• Clear and effective communication across technical and non-technical audiences
• Strong documentation, reporting, and governance discipline
• Ability to enforce process consistency without unnecessary bureaucracy
• Strong focus on service reliability and continuous improvement